Urban Castellano
Customer Support Manager · 201-1000
1 review written · 5.0 average
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Reviews by Urban Castellano
★★★★★
Three years at this price point and I still can't find a reason to look elsewhere. Zendesk's tiered billing is transparent enough that I can actually explain the invoice to my finance team without a glossary. Seat counts, channel add-ons, the annual versus monthly toggle, it all makes sense. No surprise charges have landed on my desk once.
For a mid-market support department, the value holds up. We get omnichannel ticketing, solid analytics, and a self-service portal that genuinely deflects volume. The cost per resolved ticket keeps trending in a direction I like.
